Customer Support Representative

2 weeks ago

Belgrade, Central Serbia Naya Full time €30,000 - €40,000 per year

ABOUT NAYA

Naya ) builds modular, ergonomic keyboards and accessories. We obsess over engineering, firmware, and the small details that make daily workflows better. We're hiring a Customer Support & Technical Specialist who brings the same care to every customer interaction—supporting both general enquiries and technical troubleshooting.

THE ROLE

You'll be the first point of contact via email, socials or Discord. You'll resolve issues end-to-end—from order questions to technical support (e.g., connectivity, firmware, key remapping, etc.)—while staying calm under pressure and keeping a professional, positive tone.


KEY RESPONSIBILITIES

  • Handle customer queries within agreed SLAs: clear, fast, human

  • Provide technical support on keyboards/modules

  • Own cases from intake to resolution; coordinate with internal teams and colleagues

  • Spot patterns and trending issues; raise tickets and propose root-cause fixes

  • Keep templates, FAQs, and help-centre content accurate and up to date

  • Build deep product/systems expertise; advocate for the customer in every decision

  • Capture feedback to improve self-serve and reduce contact rates

  • Participate in team meetings

TOOLS WE USE (EXPERIENCE IS A PLUS)

Gorgias, Shopify, ShipBob, EasyShip

WHAT YOU BRING

  • 1+ year in B2C e-commerce customer support (or similar high-volume CS role)

  • Comfort with technical troubleshooting (hardware/software basics; confident explaining steps clearly)

  • Exceptional written communication and sound judgment

  • Strong attention to detail (you notice small issues and fix them)

  • Calm under pressure, professional and positive

  • Ownership mindset and reliable follow-through

  • Analytical, organised, and collaborative

WORKING HOURS & LOCATION

  • 30–40 hours per week, Monday–Friday

  • Strong preference for candidates based in Europe (to ensure overlap with our CET-based team)

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